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Our family was aboard the ILL-FATED Norwegian JADE cruise, which departed Miami on November 16, 2018. We departed Miami on Friday afternoon, and on Sunday, November the cruise was abruptly terminated in Puerto Rico (our first port of call) due to "mechanical issues." Several crew members told us that the ship's propellers became entangled in FISHING NETS. At around 11:00 pm on Sunday an announcement was made over the ship's P.A. system. The announcement was short and sweet. The ship encountered mechanical problems, the cruise was terminated, and they would open up the wi-fi so passengers could get online to arrange flights home from San Juan. From Sunday night to Monday, the situation became a total fiasco. There appeared to be no one in charge, no one had any useful information, and passengers were left to figure things out on their own. We managed to book our own flights home, but we (along with all other passengers) were then told that no one could help us get our bags off the ship. This made it nearly impossible for many families and elderly people to disembark. Finally, I paid a crew member $60 to help get my bags on a luggage cart and help us disembark via the freight elevator. It has now been THREE WEEKS since the cruise tanked, and still NO WORD FROM NCL. No apology, no email, and NO CREDIT VOUCHER TOWARDS A FUTURE CRUISE, which was promised in writing while still on the ship. I called Norwegian, and they instructed me to go online and fill out a "case" request, and that someone would get back to me within 15 days. Really? That's the best they can do? After spending over $10,000 for a Suite on a 10-night cruise, you would think NCL would be on top of it....but that has not been the case. We did finally receive a refund (processed to our credit card), but nothing else. After something like this occurs, putting thousands of people in a terrible situation, NCL should have immediately had their Customer Service reps email apology letters to everyone on board, and get the refunds and future credit issues sorted out ASAP. We all understand that mechanical issues, fishing nets, and other unexpected events can happen.....BUT, it is how you deal with these issues that makes all the difference. In this case, bad news turned into total chaos on the ship with no one knowing what to do, followed by thousands of Jade guests camping out in the San Juan airport trying to get home. If you are considering a cruise because YOU DON'T LIKE TO FLY, think again. You may end up with no option but flying home if something goes wrong. Sadly, NCL has really dropped the ball. Zero follow up or communication, and a big ZERO from us in terms of customer service and the way this company operates.

NCL Jade - Ship Breaks Down & So Does Customer Service

Norwegian Jade Cruise Review by StuckInSanJuan

5 people found this helpful
Trip Details
  • Sail Date: November 2018
  • Destination: Caribbean
  • Cabin Type: Family Penthouse with Balcony
Our family was aboard the ILL-FATED Norwegian JADE cruise, which departed Miami on November 16, 2018.

We departed Miami on Friday afternoon, and on Sunday, November the cruise was abruptly terminated in Puerto Rico (our first port of call) due to "mechanical issues." Several crew members told us that the ship's propellers became entangled in FISHING NETS.

At around 11:00 pm on Sunday an announcement was made over the ship's P.A. system. The announcement was short and sweet. The ship encountered mechanical problems, the cruise was terminated, and they would open up the wi-fi so passengers could get online to arrange flights home from San Juan.

From Sunday night to Monday, the situation became a total fiasco. There appeared to be no one in charge, no one had any useful information, and passengers were left to figure things out on their own. We managed to book our own flights home, but we (along with all other passengers) were then told that no one could help us get our bags off the ship. This made it nearly impossible for many families and elderly people to disembark. Finally, I paid a crew member $60 to help get my bags on a luggage cart and help us disembark via the freight elevator.

It has now been THREE WEEKS since the cruise tanked, and still NO WORD FROM NCL. No apology, no email, and NO CREDIT VOUCHER TOWARDS A FUTURE CRUISE, which was promised in writing while still on the ship.

I called Norwegian, and they instructed me to go online and fill out a "case" request, and that someone would get back to me within 15 days. Really? That's the best they can do?

After spending over $10,000 for a Suite on a 10-night cruise, you would think NCL would be on top of it....but that has not been the case. We did finally receive a refund (processed to our credit card), but nothing else.

After something like this occurs, putting thousands of people in a terrible situation, NCL should have immediately had their Customer Service reps email apology letters to everyone on board, and get the refunds and future credit issues sorted out ASAP.

We all understand that mechanical issues, fishing nets, and other unexpected events can happen.....BUT, it is how you deal with these issues that makes all the difference.

In this case, bad news turned into total chaos on the ship with no one knowing what to do, followed by thousands of Jade guests camping out in the San Juan airport trying to get home.

If you are considering a cruise because YOU DON'T LIKE TO FLY, think again. You may end up with no option but flying home if something goes wrong.

Sadly, NCL has really dropped the ball. Zero follow up or communication, and a big ZERO from us in terms of customer service and the way this company operates.
StuckInSanJuan’s Full Rating Summary
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